My order still hasn't arrived! What do I do?
Due to COVID-19, our mailing partners are experiencing severe shipping and processing delays as they prioritize the safety of their staff and customers. As more consumers opt to shop online during the pandemic, they are experiencing some of their highest non-holiday numbers, particularly in their larger processing facilities. 🚚
All Canadian, USA, and INTL shipments will see processing (slow tracking updates) and delivery delays that can vary from 4 days to 4 weeks. Unless your tracking says "it's been delivered" and you haven't received the package or a notice slip, your package is still being transferred and is in waiting until it's safe to do so. It doesn't mean that your package is lost! We appreciate your patience and understanding so much and thank you again for your ongoing support even during this time! For Immediate pick up, we are still offering curbside pick up to locals in Van with code LOCALPICKUP at checkout.
How do I return my used candle jar for $1 off my next order?
Contact us at email@example.com for our drop off hours and location in Vancouver! Or, return the can in the mail and email us once you've sent it back!
If I live in Vancouver, can I pick up my order?
Local pick up on orders are available in Vancouver! Simply submit your order online using code "LOCALPICKUP" and we'll email you when your order is ready to be picked up with hours and location. If wanting to know exact address before you place an order, please email hello@malathebrand :)
How do you work to be eco-friendly?
In our candles, we use renewable soy wax, FSC (Forestry Stewardship Council) certified wood wicks (made of post-consumer waste), 100% recyclable cans, recycled stickers and cards are made with 100% post-consumer paper and feature a recycle compatible adhesive. Our sample mailers are made with 100% reclaimed polyethylene liner (from 100% post-consumer recycled content) which is biodegradable. Our boxes and crinkle stuffing are made of recycled content and is recyclable as well!
Help! My woodwick isn't staying lit?
For a proper burn, you must trim the wick before every burn and allow wax to fully melt to the edge of the can, especially on the first burn! Do this by breaking off the black bits of the wick and/or using nail clippers (Weird but it works!) to shorten the wick to be about 1/8″ – 3/16″. The shorter height allows the wax to capillary up the wick to feed the flame properly. Patience is key here!
More help: https://www.malathebrand.com/blogs/news/why-your-woodwick-candle-wont-stay-lit
What are your shipping rates?
All shipping fees are automatically calculated at checkout and international packages may be subject to customs fees, which are not included in our shipping rate and are the customer's responsibility to cover!
If you are wanting express shipping, please email us at firstname.lastname@example.org and we'll do our best.
All orders are processed and shipped from our Vancouver studio within 2-4 business days.
You will receive a shipping notification once your order leaves our studio. Orders within BC will arrive within a few days, anywhere else can take up to 7 days.
Do you accept returns?
Due to the nature of our products, used candles cannot be returned or refunded. However, we will replace or refund products damaged during shipment if photographic proof of damage is submitted to hello@malathebrand within 4 days of arrival.
You may exchange your product for another candle of the same size and price within 14 days of purchase if you end up not loving the scent, or if the product is somehow damaged during shipping. The buyer is responsible for the shipping cost on all returned items.
The exchange/return process must be started within 30 days of the original date of delivery and requires proof of purchase. We cannot accept exchanges or returns on sale items, gift cards, or collaboration products.
Do you do wholesale or custom orders?
Yes, we can do custom candles for your special event. Please note we're experiencing extreme delays so custom orders will take much longer. We are currently still accepting wholesale for retailers that are a fit. Please email us at email@example.com with your details!